Host, Casino Services

REQ15183 Host, Casino Services (Open) POSITION SUMMARY: The Host, Casino Services provides exceptional customer service while supporting the Casino Marketing and Outbound Sales teams. This front-line role engages Mass Market customers on the casino floor, acting as a customer ambassador by promoting loyalty programs, providing information on current promotions and services, and supporting customer acquisition and engagement initiatives.

PRIMARY RESPONSIBILITIES: Customer Engagement & Registration Actively assist with Melco Club Registrations using on-floor technology and equipment. Identify and engage new customers entering the casino floor, in line with the Casino Marketing guidelines. Promote existing and new offers, services, and promotions to drive customer engagement.

Guide customers on how to participate in promotions, tournaments and other activities. Communicate effectively with customers to explain benefits, offers and qualifying criteria. Customer Recognition & Rewards Supports the processing of complimentary items in accordance with approved procedures and authorization levels.

Liaise directly with OBS (Outbound Sales) department regarding criteria, thresholds, occupancy levels, and assisting in OBS reservations. Consolidate customer information by collating gaming results and tracking status according to Casino Services criteria. Liaise with Business Development/ VIP Services when high-value members are identified.

Operations & Documentation Fulfill daily documentation and report accurately in accordance with operations guidelines. Support casino floor activations team, when required. Participate in team briefings, service updates, and on-floor activations. Liaises with Gaming and Compliance departments regarding client profile requirements and comps settlements.

Collaboration & Problem Solving Actively collaborate with team members and other departments to deliver seamless customer service. Resolve customer concerns or conflict professionally and efficiently. From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.

JOB REQUIREMENTS: Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays Flexible and accommodating as this may require extra hours out of working schedule Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances PERFORMANCE INDICATORS: Casino room booking conversion rate Events & promotions engagement rate New acquisitions to the Melco Club loyalty programme QUALIFICATIONS: Experience Minimum one-year relevant experience in customer service/sales field Experience in a customer service/sales or business development position.

Education

High School graduate College Degree in Marketing, Business Administration or any other related field will be considered as an advantage Skills / Competencies Computer literate Strong interpersonal skills with a customer – focused mindset Excellent communication skills and a proactive approach to service Negotiation and conflict management skills Excellent command of English, Greek and other languages (Hebrew, Arabic) highly regarded PERSONAL COMPETENCIES: Dynamic and proactive approach to people and conflict situations Flexible and accommodating Receptive and versatile in adopting new approaches and practices to meet changing circumstances High adaptability to various assigned job tasks Ability to work under pressure, energetic and enthusiastic Possesses strong time management skills